Service Desk Analyst

We are – the Rank Group.

From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver.

This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth.

Look at our careers site to find out more: https://careers.rank.com/

As part of the offshore Service Desk team you will be based in our Mauritius office. You will be delivering top-notch technical and customer support for remote, and field based corporate staff in our global offices and remote support to colleagues in our Mecca Bingo and Grosvenor Casinos retail environments in the UK.   

Working as part of IT service desk, you will be responsible for resolving IT incidents

This is a 24 /7 office-based role

Main Accountabilities & Responsibilities:

• Be a credible representative of IT as the first point of contact to facilitate the provision of high-quality 1st line support
• Handle incoming incidents within company SLA targets. Log and prioritizing incidents logged via calls/email/portal/chat
• Provide support of incidents a according to established IT Service Management (ITSM) processes and procedure
• Provide timely responses and resolutions to minimise adverse business impact.
• Resolve issues at first call using standard operating procedures and knowledge base
• Troubleshooting and resolving basic technical issues
• Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management Tool
• Provides customers with regular follow ups and updates, and progression is made in line with Service Level Targets.
• Ability to follow internal/external escalation process.
• Providing excellent customer service to the business
• Co-ordinate with partnerships and third-party vendors.
• Warm Transfer the call to 2nd Line where 1st line cannot resolve

What’s needed for success – Experience & Qualifications:

• In-depth experience working on an IT Service Desk supporting mid-sized user bases both remotely and in person
• General knowledge of desktop computing
• Active Directory and User Account Management
• Basic Network switch, patch panel and troubleshooting skills
• Multi-Function Device (MFD) printer/scanner support and troubleshooting
• Ability to troubleshoot technical support issues
• Excellent customer Service communication skills (both verbal & written)
• Strong incident analysis and prioritisation
• Strong Helpdesk experience
• Familiar with the concepts of an ITSM ticketing platform (preferably ServiceNow)
• Demonstrates strategic thinking and planning ability, whilst being tactically responsive to changing needs.
• Confronts and works through tough issues, demonstrating perseverance and a sense of urgency.

5 days per week (11:00– 20:00), (19:00 -04:00) & (03:00- 12:00) MAU Times on rotational basis. Rotational cover on Weekends and Public Holidays . 15 service desk resources are based in Mauritius.

#LI-Hybrid #LI-MN1

Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself

Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.  

We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us. 

Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.  

From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. 

*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.    

The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers. 

We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.